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About the Role

As Manager, Customer Success – Commercial, you will lead the Customer Success Managers for our Commercial accounts, which include high-growth mid-market technology companies, mid-market organizations in various industries, private equity-backed portfolio companies, and a high-volume SMB book. You will coach a team of approximately 5 CSMs, develop scalable support strategies, and oversee high-impact engagements. This role requires strong people leadership, product knowledge, and customer success acumen to guide your team in maximizing customer value, driving consumption, and expanding our footprint. You will be instrumental in building scalable CS processes, methodologies, and playbooks.

Responsibilities

Directly manage and develop a team of ~5 Customer Success Managers supporting strategic mid-market, PE-backed and SMB accounts across all Anthropic products (API, Claude Cowork, Claude Code)
Build scalable and agentic success strategies and motions to accelerate consumption, expansion and value realization across the whole commercial portfolio
Coach team members on customer success best practices, including change management and adoption strategies, value realization, and expansion methodologies across our product suite
Drive team accountability to core CS metrics: expansion (consumption growth, cross-sell/upsell opportunity identification), customer health scores, retention (NRR), and customer satisfaction (CSAT)
Join strategic customer engagements and escalations, demonstrating executive presence with founders, C-level and functional leaders at high-growth mid-market and PE-backed companies
Build and refine scalable CS processes including success planning frameworks, QBR templates, and expansion playbooks
Partner closely with Sales and Applied AI to identify expansion opportunities, facilitate smooth handoffs, and ensure aligned account strategies
Collaborate cross-functionally with Product, Engineering, and Marketing to advocate for customer needs and drive product adoption
Contribute to hiring, onboarding, and training initiatives as the Customer Success organization scales
Establish and nurture an AI-first, innovation-focused team culture, improving team processes and deepening team hands-on expertise
Conduct regular 1:1s, performance reviews, and career development planning for direct reports
Own portfolio-level planning and forecasting, including renewal risk mitigation and expansion pipeline development
Serve as escalation point for at-risk accounts and complex customer situations within your team's portfolio
Develop customer advocacy programs including case studies, testimonials, and reference architecture development
Champion responsible AI deployment practices with customers and represent Anthropic's values in all customer interactions

Requirements

7+ years of experience in customer success, account management, or customer-facing roles, with 3+ years of front-line management experience
Proven track record of managing and building customer success teams in SaaS, API, or AI/ML companies
Experience managing large customer portfolios at commercial scale (mid-market, SMB and PE-backed companies), including a high volume of accounts ranging from ~$100K to $10M+ in annual spend
Strong understanding of consumption-based business models, with proven ability to drive adoption, expansion, and value realization across different pricing structures
Technical fluency to understand AI/ML products, navigate technical conversations, and coach teams on product capabilities across multiple offerings
Strong executive presence and ability to represent Anthropic with customer technical and business leaders
Strong business acumen with ability to articulate value, calculate ROI, and drive customer business outcomes
Ability to balance strategic thinking with tactical execution and context-switch between coaching, customer engagement, and operational planning
Experience building CS processes, playbooks and operational frameworks, using data to drive team and customer outcomes
Demonstrated ability to coach customer success professionals and systematically improve team performance against KPIs
Track record of achieving team targets for expansion, retention and customer satisfaction
Passion for responsible AI development and helping customers transform their businesses with cutting-edge technology

Skills

Customer Success
Account Management
SaaS
API
AI/ML
Change Management
Adoption Strategies
Value Realization
Expansion Methodologies
Consumption-based business models
Technical Fluency
Executive Presence
Business Acumen
Strategic Thinking
Tactical Execution
Operational Planning
Data Analysis
KPI Improvement
Responsible AI Development

Location

San Francisco

Work Type

Hybrid

Experience Level

7+ years of experience in customer success, account management, or customer-facing roles
3+ years of front-line management experience

Education Level

Bachelor’s degree or an equivalent combination of education, training, and/or experience
A field relevant to the role as demonstrated through coursework, training, or professional experience

Salary/Compensations

$265,000—$320,000 USD

Benefits

Competitive compensation
Benefits
Optional equity donation matching
Generous vacation
Parental leave
Flexible working hours
Lovely office space

About the Company

Anthropic’s mission is to create reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our users and for society as a whole.
Our team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems.
We believe that the highest-impact AI research will be big science. At Anthropic we work as a single cohesive team on just a few large-scale research efforts.
We value impact — advancing our long-term goals of steerable, trustworthy AI — rather than work on smaller and more specific puzzles.
We view AI research as an empirical science, which has as much in common with physics and biology as with traditional efforts in computer science.
We're an extremely collaborative group, and we host frequent research discussions to ensure that we are pursuing the highest-impact work at any given time.
We greatly value communication skills.
Anthropic is a public benefit corporation headquartered in San Francisco.

Equal Opportunity

We encourage you to apply even if you do not believe you meet every single qualification. Not all strong candidates will meet every single qualification as listed.
Research shows that people who identify as being from underrepresented groups are more prone to experiencing imposter syndrome and doubting the strength of their candidacy, so we urge you not to exclude yourself prematurely and to submit an application if you're interested in this work.
We think AI systems like the ones we're building have enormous social and ethical implications. We think this makes representation even more important, and we strive to include a range of diverse perspectives on our team.
Your safety matters to us. To protect yourself from potential scams, remember that Anthropic recruiters only contact you from @anthropic.com email addresses. In some cases, we may partner with vetted recruiting agencies who will identify themselves as working on behalf of Anthropic. Be cautious of emails from other domains. Legitimate Anthropic recruiters will never ask for money, fees, or banking information before your first day. If you're ever unsure about a communication, don't click any links—visit anthropic.com/careers directly for confirmed position openings.